ShepHyken

DECEMBER 1, 2024

My Comment: I love customer service and CX stats, facts, and findings from different surveys (including our own CX research ). My Comment: As we approach the beginning of the new year, articles featuring trends and predictions are abundant. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

Journey mapping 191

Journey mapping Customer Service Customer Experience Marketing 191

ShepHyken

MARCH 10, 2025

How does AI compare to traditional surveys in measuring customer satisfaction? It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction. What challenges do businesses face in becoming truly customer-centric?

Chatbots 191

Chatbots Customer centricity Metrics Feedback 191

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. List of Trends that can be foreseen in the coming year .

Feedback 213

Feedback Entertainment Surveys Banking 213

CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. To take that one step further, I once had a car dealership inform me that if I brought back a completed survey, they would give me a free oil change.

Surveys 195

Surveys Construction CCNG Feedback 195

Interaction Metrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. This guide covers the top customer satisfaction survey companies of 2025. The top picks and honorable mentions explicitly offer customer satisfaction surveys and operate within the U.S.,

Surveys 62

Surveys Metrics Benchmark Consulting 62

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. My Comment: We wrap up this week’s roundup with an excellent article about some important trends in the customer service and CX world. Customers’ expectations continue to rise.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0% of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

PeopleMetrics

JANUARY 29, 2025

Surveys are anonymous, sample-based, often lengthy, and delivered via a report in weeks/months. Surveys are short, continuous, and usually operationally focused. Example: An e-commerce company embeds a question about product design preferences into its post-purchase VoC survey.

Marketing 116

Marketing Airlines Surveys Feedback 116

PeopleMetrics

MARCH 18, 2025

In fact, they might be even more crucial today because they're public surveys available to everyone online. AI can also help identify patterns or trends across hundreds of reviews that might take a human analyst hours or even days to recognize. Social reviews have always been important, and that hasn't changed.

Surveys 62

Surveys B2C Best practices Feedback 62

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Staying abreast of these trends is key to driving success and redefining the future of contact center operations.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. As we head toward the end of the year, it’s important to think about what’s trending.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. There is no incentive to be honest on the survey. It’s called Google Trends.

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

VirtualPBX

OCTOBER 17, 2024

What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. These surveys give businesses real-time insights into the quality of their service and customer experience. How Do Call Surveys Work? For the Greatest Responses and Best Results.

Surveys 59

Surveys Interactive Voice Response Healthcare Feedback 59

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. AI excels at finding patterns and trends that humans might miss, uncovering hidden opportunities to enhance CX.

Metrics 118

Metrics Surveys SaaS Wait times 118

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Agent attrition jumped from 21.8% in 2022 to 28.1%

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

Beyond Philosophy

SEPTEMBER 10, 2019

Two years, it seems, is indicative of a trend. Their survey, the UK Customer Satisfaction Index Report, is one of the most robust in the industry. The areas the survey covers include the following five: How professional is the website or how knowledgeable are the people with whom you interact at the organization?

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. Consumer confidence is a funny thing.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

ShepHyken

SEPTEMBER 22, 2023

He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. So, what can we expect from customer service trends in 2023? As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

PeopleMetrics

JANUARY 30, 2025

The VoC Revolution: A Quick Refresher Remember those clunky CSAT telephone surveys? Here's what I'm seeing in the field now: 1) Real-Time Pattern Recognition I recently worked with call center whose AI system spotted a trend in customer complaints about their billing process. The ones that interrupted dinner and cost a fortune?

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. And AI will fuel this trend. They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. They want what they want NOW.

Chatbots 430

Chatbots Surveys Self service Personalization 430

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. Stay on top of trends in the call center industry with us!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

ShepHyken

MARCH 8, 2021

Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends.

Airlines 363

Airlines Customer Service Coaching Surveys 363

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” My Comment: Here are some of the latest stats and trends in the customer experience world.

Customer Service 281

Customer Service Surveys Customer Experience Customer Support 281

ShepHyken

JUNE 17, 2022

He shares the five consumer trends organizations can use in their next campaigns and strategy. After careful research and talking with other brands, we put together five consumer trends that will take shape over the next few years. 86% of people surveyed reported growing fears about their online personal security. .

Abandon rate 174

Abandon rate Marketing Personalization Sales 174

Balto

MARCH 3, 2025

Post-call surveys trigger automatically, and results feed into performance dashboards. Regular surveys after automated interactions reveal pain points and opportunities for improvement. The post Call Center Automation: Definition, Trends, Benefits, & Use Cases appeared first on Balto.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

PeopleMetrics

FEBRUARY 27, 2025

Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. How AI is Enhancing Relationship Surveys Survey Design and Personalization AI can help create adaptive relationship surveys that adjust based on customer responses.

Surveys 62

Surveys Benchmark Wait times Self service 62

customer sure

JANUARY 20, 2025

Whether its tailored product recommendations, forms that are pre-filled rather than blank, how-to guides that are context-sensitive rather than general, or customised survey follow-ups where youve taken the trouble to investigate that persons prior contacts personalisation makes customers more engaged and less frustrated, and this builds loyalty.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

PeopleMetrics

JANUARY 31, 2025

AI helps by analyzing feedback trends over time, spotting warning signs before a client walks away. Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. The AI flags an emerging trendguests are increasingly frustrated with long check-in times.

B2C 98

B2C B2B Airlines Surveys 98

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. What was the best part of your experience with <CompanyABC>?

Surveys 62

Surveys Metrics Customer effort Analytics 62

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. Some even claim they can replace the need for external expertise altogether.

Surveys 62

Surveys Customer centricity Wait times CRM 62

PeopleMetrics

JANUARY 20, 2025

Machine learning allowed businesses to analyze thousands (or even millions) of comments, uncover trends, and act. They can uncover subtle patterns in customer feedback, making them highly adaptable to evolving trends and preferences. Example : A retail chain receives over 10,000 survey responses in a month.

Analytics 118

Analytics Airlines Feedback Surveys 118

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Want to dive deeper into the latest data, contact center trends, and insights into the future of the industry? How successful have these efforts been?

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Beyond Philosophy

APRIL 16, 2022

This podcast subject was inspired by some interesting stats I read about in the consumer research team Attest’s 2022 US Consumer Trends report about what different groups of customers want. Complete this short survey. Segmenting your customers for targeting purposes is essential. Please tell us how we are doing!

Construction 66

Construction Consulting Consulting Surveys 66